LivePerson Enterprise for Telecommunications

Increase conversions, reduce churn, and take advantage of cross-sell and upsell opportunities.

An explosion of providers has entered the telecommunications market, giving consumers an unprecedented level of choice. In just a few years, the lines between providers have blurred -- with phone, cable, mobile and Internet providers offering a dazzling array of services bundled and priced to attract customer attention. As a result, consumers are as likely to purchase high-speed Internet access from their local cable company as they are premium TV from a traditional phone-service carrier. Increasingly, consumers are apt to buy all of these services from a single provider, as long as the bundles are competitively priced.

While friends and family are critical influencers, consumers continually rely on the Web as the primary source to research and sign-up for a wide range of services. The Web also serves as the frontline for customer care, as subscribers prefer to visit their provider's website to resolve problems over placing a call or sending an email to a contact center. As consumers flock to the Web, telecommunications providers must follow, offering sophisticated tools that enhance the online experience and enable customers to find the answers they need. Failing to deliver answers on the Web quickly and easily can lead to customer frustration and, ultimately, attrition.

At the same time, the steady stream of customer visits to a website should certainly be viewed as a strategic asset, offering a vital source of upsell and cross-sell opportunities if managed correctly. For instance, consumers who purchase cable television services from a provider may be excellent candidates for that provider's high-speed Internet access.

Without a doubt, providing superior customer care to current customers enables telecommunications companies to reduce customer churn and attract new ones without pillaging their bottom lines.

For this reason, LivePerson has introduced LivePerson Enterprise for Telecommunications, a third-generation engagement solution developed to enable providers to take control of their websites by applying best practices for visitor segmentation, targeting, selling and customer service.

 

Spotlight

"As Canada's largest communications company, we have rigorous standards and testing requirements for our vendors and partners, especially for voice technology. LivePerson's click-to-call solution met our demanding criteria and complements proactive chat effectively for reducing customer churn."

Sherif Dagher
Associate Director of Interactive Marketing
Bell Canada

Webinar

Go behind the scenes with Forrester Research on customer service trends and get the inside scoop on EarthLink's proactive service strategy.

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